Is there a way to configure permission so that attachment is not viewable after ticket is closed?

[Johnny Lau]

Our org would like the service request still be accessible but not the attachment. We also don't want to purge/delete the attachment because Agents need to view them from admin side. 

Problem statement: How to make attachment become not viewable (perhaps using permission config) after ticket status = closed?

Thanks.

[Ste Wright]

Hi @Johnny Lau 

This is not visible to non-Admins? Or not visible to customers?

As far as I know, there isn't a native method to hide the details of an attachment whilst keeping the service request visible.

An alternative might be to encrypt files on closed requests? An app such as:

• Encryption, Security & 2FA
• Encryption for Jira

...might be able to offer password protection or limit access to files, so they can only be viewed by certain users.

Ste

[Johnny Lau]

Hi Stephen, 

I want to make it not visible/the attachment link is not clickable only after the ticket is closed. Reopening ticket is not allowed. Can it be achieved via workflow configuration on the event etc? Thanks